Sustainability is key to our purpose: protecting what matters at the heart of every home.
‘Building on our ‘repair first’ ethos, we’re on a transformative journey towards a more sustainable future – driven by our purpose to protect what matters. We have committed to setting a science-based emissions reduction target.
Repairs annually
First time fix
Second time fix
Core to our purpose is a commitment to using our business activities for good. Sustainability is at the heart of what we do, with our ‘repair first’ ethos that seeks to extend the life of appliances and prevent appliances from prematurely ending up in landfill.
In FY24, we trialled telephone ‘smart fix’ for heating products (when a call centre agent helps the customer fix simple, addressable issues). We also piloted further online solutions, including an AI-driven chatbot service. Further development of these and related solutions will deliver faster resolution for customers with easily addressable maintenance issues while allowing us to focus on more problematic repair cases. This will further benefit customers, our partners and our own business – as well as reducing the environmental impact from unnecessary repair visits
Discover more about our sustainability strategy
Reduction in UK scope 1 and 2 emissions
OnHand missions
hours spent volunteering (FY24)
Document library
View our key reports and policies relating to sustainability.